Infra replaces Heat at University of Auckland
NewsFebruary 26, 2003
AUCKLAND, New Zealand, February 26, 2003 - The University of Auckland, New Zealand's largest university, has selected the Infra web-based application to drive its IT Service Management and improve IT support for the university's 3500 staff and 32,000 students.
Infra replaces the university's Heat system.
The implementation will consolidate all IT service desk support, change management and Configuration Management within the university onto the single system, distributed in New Zealand by Delta Software. For staff and students, the new system will provide a 24-hour access web portal to log and track IT problems and requests directly into the support system.
In addition to improving the quality of IT support, the implementation is expected to deliver substantial cost benefits to the university's ITSS group by reducing the number of calls to the combined service desks, according to Shubha Raniga, Customer Services Manager, ITSS.
The web-based technology of the Infra system was a major factor in its selection, says Jonathan Marshall of Delta Software, as it enables the system to be installed at a single location and run entirely across the web.
"Infra has been designed specifically for organisations with dispersed operations, making it ideal for the University with its distributed campuses and service desks. They wanted a solution that didn't involve the administration and cost of maintaining the application or PC clients at multiple locations," says Marshall.
The application will initially be implemented by the ITSS service desk, which provides IT support to faculty members. It will then be extended to other users after the initial April roll-out.
The implementation follows an ITIL (IT Infrastructure Library) world's best practice framework for IT Service Management. ITSS staff will receive ITIL training concurrently with the Infra implementation.
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